What are the responsibilities and job description for the IT Support Technician position at XO?
Job Profile:
Responsibilities:
Desired experience:
VISTA Global/XOJET Aviation is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Other duties:
- This position is for an IT Support Technician based in the New York office. He/she will be supporting IT office requests and supporting other Vista Global remote offices.
- The IT Support Technician is responsible for Level 1 & 2 IT and Enterprise Application Support offered to our users from all Vista Global Offices. Seen as the face of IT, you will be carrying out IT Support tasks both remotely and via desk-side support. The goal is to provide an efficient and reliable IT Service by utilizing ITIL Principles and aligning them to Vista Global’s fast pace and growing IT environment.
- You will work closely with other members of the ITS team globally, Enterprise application Support Analysts, IT Infrastructure Specialists as well as IT Management in general.
- You will be responsible for using and contributing to IT Support operational procedures and processes, reporting to the Global IT Support Manager, under the supervision of the IT Support Team Leads.
Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:
- Dealing with Level 2 IT support on site
- Responsible for Level 1 & Level 2 IT Infrastructure and Applications; some project tasks ad hoc Infrastructure task (Datacenter and Comms Room Racking)
- Participate in Team Meetings and Communication
- IT Ticket Logging and Queue management
- Support of other IT Functions such as Application Support and Infrastructure Teams.
- Participation in rotation such as ticket allocator, early and late shifts, and On-call (to support OCC).
- Logical thinker and able to prioritize workload and urgency.
- Strong Customer Service Ethic.
- Being a team play and dealing with global IT Support tickets
- Working on Level 2 tasks / projects like automations, documentation, enrollments etc.
Responsibilities:
- Given the level of the individual contributor position within the company, expectation is the individual contributor demonstrates a proficient level of the following proficiencies/competencies.
- Plan and organize work: Require the ability to create and use logical, systematic processes to achieve goals.
- Having the ability to visualize the steps needed to reach a goal and naturally organize the process, modifying, as necessary.
- Interpersonal communication: Effectively communicate, develop and foster strong working relationships with drives team growth, engagement and productivity.
- Collaboration: Working together to a common purpose to achieve team and business benefit. Enables individuals to work together to achieve a defined and common business purpose.
- Deliver consistent results: Follow through on tasks and goals so that support team/operations success and improvements.
- Job Knowledge/Technical Knowledge: Level of expertise in job and the extent to which new information and skills are applied. Understands work responsibilities and adds to knowledge and skills.
Required education and experience
- Bachelor’s degree in a closely related field of study.
- 3 years of experience in a similar IT Admin support role.
- Wide knowledge of Desktop OS and applications (Windows, MAC, Linux)
- Active Directory Administration
- Cloud based infrastructure such as Office 365 and Exchange
- MDM (Mobile Device Management i.e. AirWatch, BES etc)
- Internet Browser support (All popular browsers, Firefox, Chrome, Edge etc.)
- Issuing and handling user hardware (Windows PCs and laptops, Macs and mobile devices);
- Willing to learn and support in-house technologies, bespoke applications.
- Working within a structured support environment with request logging software.
- Able to follow processes and procedures;
Desired experience:
- Windows Server technologies.
- MCP / CompTIA A or N .
- Basic networking skills and Cisco exposure, including Call Manager.
- Windows deployment workbench
- Atlassian tools such as Jira & Confluence
- Backup technologies.
- Scripting tools: PowerShell, others are beneficial.
- Exposure to Linux servers.
- Familiarity with ITIL structures and processes.
- Willing and able to travel internationally, from time-to-time.
VISTA Global/XOJET Aviation is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Other duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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